CRM : Customer Relationship Management
CRM (Customer Relationship Management) is an application that makes it possible to create, manage and maintain a quality relationship between a company and its customers, partners and suppliers.
CRM helps the optimisation of communication with customers and prospective customers at all contact points:
- marketing: management of marketing campaigns, targeting prospects, event management, opportunities, E-marketing, call center productivity management and lead management
- sales: management tools for accounts, contacts, opportunities
- after sales: customer service, issue management
CRM is also a collaborative tool that makes it easy to track all communication with a company, evaluate the impact of marketing campaigns and review the return on investment from participating in commercial events and exhibitions.
It is also possible to set up workflows to drive a prospect to a sale, to make quotes, invoice customers and to manage diaries and contacts of the sales force.
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